Case Study
Improving Guest Satisfaction on Viking Cruise Line with OnDeck’s Experience Communication System (ECS)
Introduction
In the dynamic and unpredictable world of expedition cruising, Viking Cruise Line faced a unique challenge: maintaining effective and timely communication with passengers amidst frequent schedule and condition changes. The nature of expedition cruising, especially in remote and harsh environments like the Arctic, necessitated a solution that could keep passengers informed and safe without overwhelming them with constant loudspeaker announcements.
PROBLEM
Communication in Expedition Cruising
Expedition cruising’s unpredictability, such as varying zodiac schedules for shore excursions, posed significant logistical challenges. Passengers often found themselves waiting in less-than-ideal conditions, uncertain of when their next activity would commence.

This led to discomfort and dissatisfaction, impacting the overall guest experience. The challenge was to improve communication efficiency without relying excessively on the ship’s announcement system, which could become intrusive.
SOLUTION
In response to this challenge
Features
Grouping Passengers
ECS categorizes passengers by various criteria, such as family units, travel companions, shore excursion groups, or assigned zodiacs, enabling targeted communication.
Features
Workflow States
Passengers are guided through various stages of their activities, from preparation to execution, ensuring they are always aware of their next steps.
Features
Customizable Messaging
The system allows for both preset and custom messages, enabling the crew to communicate effectively and empathetically, enhancing the passenger experience.
Features
Push Notifications
Real-time updates are sent directly to passengers’ in-cabin TVs and mobile devices, keeping them informed and engaged throughout their journey.
Features
Grouping Passengers
ECS categorizes passengers by various criteria, such as family units, travel companions, shore excursion groups, or assigned zodiacs, enabling targeted communication.
Features
Workflow States
Passengers are guided through various stages of their activities, from preparation to execution, ensuring they are always aware of their next steps.
Features
Customizable Messaging
The system allows for both preset and custom messages, enabling the crew to communicate effectively and empathetically, enhancing the passenger experience.
Features
Grouping Passengers
Real-time updates are sent directly to passengers’ in-cabin TVs and mobile devices, keeping them informed and engaged throughout their journey.
Transforming Passenger Communication
Dynamic platform for targeted, real-time messaging. ECS guides passengers through activities, ensuring they stay informed and engaged.
RESULTS
ECS Elevates Guest Satisfaction
The implementation of ECS has led to a significant improvement in guest satisfaction regarding communication. Complaints related to schedule and condition changes have drastically reduced, demonstrating the system’s effectiveness in keeping passengers informed and content.
Impactful Outcomes:
Increased Guest Satisfaction
Communication-related satisfaction scores have seen a notable rise, reflecting the positive impact of ECS on the passenger experience.
High Message Delivery Rates
With delivery rates exceeding 90% on most cruises, ECS has proven its effectiveness in reaching passengers, evidenced by the substantial app download rates and engagement..
Improved Experience
The ability to stay informed and prepared has significantly enhanced the overall guest experience, reducing stress and uncertainty during their adventure.
ECS Sets New Standard for Viking Cruise Interactions
Sourcetoad’s Experience Communication System has transformed how Viking Cruise Line interacts with its passengers, making the unpredictable nature of expedition cruising more manageable and enjoyable. By prioritizing efficient, targeted, and empathetic communication, ECS has elevated the guest experience, setting a new standard in the cruise industry.
